Job Overview:

The Technical Support Specialist is responsible for a wide range of duties. This role will primarily be a member of the front-line support team.

Duties/Responsibilities

• Create and maintain Technical FAQs and Technical Documentation
• Create, set up and maintain user access for all employees within various applications and assist through the process when needed
• Following up with users to ensure the problem is resolved
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and following verbal instructions
• Identifies, investigates and resolves users’ problems with computer software and hardware
• Installing and configuring hardware and software
• Maintains system capability by testing computer components/software
• Must be a Team Player with a Winning Attitude
• Occasional travel (up to 15%) to our local offices
• Performs other IT-related duties as assigned
• Provide phone, email, and web support for applications
• Tests compatibility of new programs with existing ones.
• Updating the company website with tech tips and brief documents, per the customer requests
• Work on tickets to identify, troubleshoot, diagnose, and resolve customer/equipment issues in a professional and timely manner

Skills/Experience:

• Ability to explain technical issues to technical and non-technical employees and customers
• Excellent verbal and written communication skills
• Proficient with Microsoft Office Suite or related software
• Proficient with or the ability to quickly learn an array of computer hardware and software
• Strong analytical and problem-solving skills

Qualifications:

• Prior experience working on a Helpdesk, in IT, or a similar technical function
• At least three years of experience in customer technical support is highly preferred

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Gladstone, MI 49837: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Technical Support: 3 years (Preferred)

Work Location: Hybrid remote in Gladstone, MI 49837